Service Provider

Job Description

The Financial Aid Service Provider plays a key role in supporting Syracuse University’s efforts to attract and retain qualified students by delivering exceptional customer service to a diverse population of prospective and current students, as well as their families. Serving as the primary point of contact, Service Providers field and triage all inquiries directed to the Office of Financial Aid and Scholarship Programs. In this high-volume, fast-paced environment, the position requires applying current knowledge of federal regulations and institutional policies to each student interaction.

Education and Experience

• Associate’s degree or 1-2 years of office experience required.

Skills and Knowledge

• Customer service experience in a high-volume workplace is required.
• Financial aid experience and/or PeopleSoft experience are preferred.
• Must be able to work effectively both as a collaborative team member in a high-volume, fast-paced environment and independently with minimal supervision.
• Strong communication and customer service skills are required for providing clear financial aid information.
• Exceptional attention to detail and a commitment to confidentiality are essential.
• Able to handle financial discussions with tact, balancing federal, state, and institutional program requirements alongside exceptional customer service.
• Dedicated to advancing diversity, equity, and inclusion by cultivating an inclusive office culture in which students and staff of diverse backgrounds feel respected and supported, while helping students overcome financial barriers through comprehensive financial aid assistance and financial literacy education.
• Availability to work extended hours during peak award periods.

Responsibilities

• Provide clear, accurate, and accessible financial aid information to prospective and current students and their families visiting the Office of Financial Aid and Scholarship Programs.
• Share information appropriately in accordance with federal data-sharing regulations and office policies.
• Verify parent identities using the Higher Education Authorization (HEA) authentication process.
• Refer inquiries to the appropriate counseling staff as needed. This role requires managing a high volume of questions while maintaining exceptional customer service.
• Manage all incoming physical mail and monitor/respond to inquiries across virtual platforms, including email and Zoom. This position requires strong multitasking skills to handle multiple competing priorities while consistently adhering to required service standards.
• Review and respond to referrals received from our external Call Center. This role involves identifying the appropriate staff member to handle each referral and resolving a variety of assigned referrals independently. The position also includes monitoring referral trends and collaborating with the supervisor to pinpoint areas where additional training may be beneficial for Call Center staff.
• Serve as back-up to the Financial Aid Analyst, with responsibilities that include reviewing and processing outside scholarship checks, educational resource forms, and external tuition benefit awards, as well as performing other tasks assigned by the Associate Director of Accounting and Financial Analysis.
• Other Duties as assigned.

In addition to completing an online application, please attach a resume and cover letter.